Summary
Work History
Education
Skills
Hobbies And Interests
Languages
Timeline
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Maria Mosely

Addison,Il

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Leader with analytical approach to business planning and day-to-day problem-solving. Strong background in account management, data analysis, and analytical skills. Passionate about providing efficiency, effectiveness, and profitability while ensuring compliance standards. Value collaboration, innovation, and customer satisfaction, and strive to foster a culture of excellence, diversity, and inclusion.

Work History

Business Analyst

HSBC
  • SAS, Workload Balance (APE), Data Analysis.
  • Drafted reports on company financial metrics to assess successes and account for deficiencies. Maintaining 99% accuracy
  • Collaborated with teams in product line transition to streamline manufacturing footprint. Eliminated duplicate work across four different countries
  • Generated business intelligence reports to inform strategic decision-making.
  • Executed analysis of risks and identified risk mitigation strategies.

Representative

HSBC
  • Collections, Front End/Recovery/Sales Departments.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions. Achieving daily contact rate of 95%.
  • Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
  • Created and managed project plans, timelines and budgets.

Language Certifier

HSBC
  • Trainer of Financial Terminology, Spanish.
  • Introduced staff with formal financial terminology for use in both verbal and written scenarios.
  • Excellent communication skills, both verbal and written.
  • Performed classes in person or online.

Call Centre Engineering Analyst

HSBC
  • Project and Team Administration working directly with Workforce Management, Alvaria, Jira, Genesys, Dataviews, Verint, and Dialer (Concerto/ALM/Aspect)
  • Support outbound, inbound, and call blending functions to maintain 98% right party contact rate.
  • Provided input to team lead regarding areas for process and procedural improvement.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.
  • Interacted with subject matter experts to develop training material and tools for personnel.
  • Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
  • Performed preventative maintenance to keep tools and equipment functional.
  • Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.

Manager of Operations

HSBC
  • Spearheaded teams in US, India, Mexico, and Canada
  • KPI Metrics, Business Continuity, Disaster Recovery
  • Microsoft Products
  • Google Suite.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Education

Bachelors -

DePaul University
Chicago, IL
01.1997

Associates Degree -

College of DuPage
Glen Ellyn, IL
01.1994

Skills

  • Bilingual
  • Multi-Unit Operations Management
  • Staff Training
  • Project Planning
  • International Business
  • Disaster Recovery Methodologies
  • Quality Assurance and Control
  • Advanced Understanding of WFM, Aspect Systems
  • Data Review
  • Performance Evaluations

Hobbies And Interests

Volunteering, walking, cooking

Languages

English
Full Professional
Spanish
Full Professional

Timeline

Business Analyst

HSBC

Representative

HSBC

Language Certifier

HSBC

Call Centre Engineering Analyst

HSBC

Manager of Operations

HSBC

Bachelors -

DePaul University

Associates Degree -

College of DuPage

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Maria Mosely